Job Description

Where You'll Work: remote US

Customer Care and Success at GoTo

At GoTo, we're passionate about making IT easy for everyone. We deliver solutions that enable secure connections, collaboration, and flexibility, empowering people to live their best lives at work and beyond. The Care and Success Operations Project Manager is a highly visible role essential for defining, driving, and operationalizing the strategic direction of the Care and Success organizations in collaboration with the executive and leadership team. Reporting to the Senior Manager of Care and Success Operations, this position involves leading or supporting various strategic and administrative initiatives. The successful candidate will work within the team and with cross-functional business partners to impact organizational goals/KPIs and ensure operational soundness across all Care and Success aspects of the business. This role will specifically focus on leveraging systems and tools to enhance operational processes and drive customer value throughout the lifecycle.

Your Day to Day

As a Care and Success Operations Project Manager you would be working on:

• Gainsight and Qualtrics XM (Clarabridge) Administration: Configure and manage Gainsight and Qualtrics XM platforms, including user support, customizations, and integrations, in collaboration with the VOC and Success Operations teams
• Strategy and Program Management: Manage Care & Success Ops initiatives from strategy through concepting and execution, manage the Customer Success variable compensation program, and Collaborate with the VOC (Voice of the Customer) team to analyze data and develop a compelling, differentiated customer experience.
• System Performance and Improvement: Monitor system performance, data integrity, and user activity, proposing improvements based on best practices and industry trends. Additionally, assist with grooming, prioritization, and UAT processes for Gainsight, Salesforce, or other system requests.
• Collaboration and Training: Partner with key stakeholders, Care & Success Training teams, and the VOC team to ensure preparedness and enhance customer experience.

What We’re Looking For

As a Care and Success Operations Project Manager, your background will look like:

• Gainsight and Industry Experience: 1+ years of Gainsight experience (NXT Level 1 Certification within 90 days) and 3+ years in Customer Success or Success Operations within the tech industry.
• Tool Proficiency: Experience with Qualtrics XM/Clarabridge, GuideCX, and Genesys Cloud is a plus.
• Project Leadership and Adaptability: Proven experience leading Customer Success/Support projects and ability to adapt in a fast-paced environment.
• Communication and Problem-Solving: Excellent written/verbal communication and problem-solving skills, along with being self-motivated, assertive, proactive, influential, and entrepreneurial.
• Relationship Building and Salesforce Knowledge: Ability to establish relationships and generate buy-in across the business, with familiarity in basic Salesforce functionality and terminology.

At GoTo, diversity and inclusion are key to creating a thriving and dynamic work environment. Our team of GoGetters is driven to learn, explore, connect, and collaborate, valuing the unique perspectives that everyone brings to the table. We take pride in providing our employees with comprehensive benefits, wellness programs, recognition, and opportunities for learning and development worldwide. Our commitment to creating an inclusive space for everyone, regardless of gender, identity, or background, ensures that all team members can contribute to our success and thrive personally and professionally.

Annual Base Salary Range: $70,000.00 - $116,000.00

The above shows our ranges from minimum to maximum. Your compensation will be determined based on your location, experience, and the pay of employees in similar positions. You will also be eligible for a variable pay component and benefits.